Elaborating the characteristics-based approach to service innovation: making the service process visible

Faïz Gallouj and Marja Toivonen
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Marja Toivonen: VTT Information technology - Technical Research Centre of Finland

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Abstract: This paper tackles the issue of how to make the process nature of services more visible in the characteristics-based service innovation model developed by Gallouj and Weinstein (1997). We argue that the invisibility of the service process in the original model has resulted in minor use of the model for detailed-level analyses within individual services. In our supplemented model four new aspects are added: a separate category for the process characteristics, the ‘front office - back office' division, the customer's technology and process, and the distinction between direct and indirect utilities. We apply our model in three empirical cases, which depict KIBS, industrial services and consumer services.

Keywords: Innovation; services; characteristics-based approach (search for similar items in EconPapers)
Date: 2009-07
Note: View the original document on HAL open archive server: https://hal.science/hal-01111798
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Citations: View citations in EconPapers (3)

Published in [Research Report] University Lille 1, Clersé. 2009

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Related works:
Journal Article: Elaborating the characteristics-based approach to service innovation: making the service process visible (2011)
Working Paper: Elaborating the characteristics-based approach to service innovation: making the service process visible (2011)
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